Comenity Bank (Bank) has received your correspondence regarding the...
above-referenced account. Comenity Bank issues the Catherines and Avenue credit cards. We are here to answer your questions and assist with your concerns. You state in your complaint that you have tried at least six times to resolve the matter. You state that the representatives are rude and you have been hung up on. You also state that there are a lot of threats and calls to your job. You have received several letters offering help; however, no one wants to help you. You further state that your balance is increasing, and you would like to resolve this matter. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. Please be assured, there is no indication that you were hung up on. I have reviewed the concerns noted in your correspondence and would like to provide you with the following information. Bank records indicate that you spoke with the Bank on May 20, 2017, and were advised of the 12-Month Customer Hardship Program, which provides customers with special terms in order to bring and keep the account current. You enrolled the above-referenced accounts into our Hardship Program, and made $20.00 payments for both accounts. On May 23, 2017, the representative who assisted you on May 20, 2017, contacted you and left a voicemail regarding an error with the enrollment process and requested that you contact the Bank to correct this matter. However, when you contacted the Bank on May 23, 2017, another representative incorrectly confirmed the accounts were enrolled in the program, but they were not. We apologize for the misinformation that was provided. When an account is delinquent, we will make proactive attempts to contact the customer, communicate the situation and work out payment arrangements to minimize any negative credit reporting. Many times a payment is overlooked, and reminder calls or payment discussions are helpful to bring the account back to a current status. Bank records indicate that the phone number listed as valid on the account is a cell number, not a work number. If you are receiving calls to an unauthorized phone number, please contact the Bank to request the phone number be removed. Please keep in mind, when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Since the account is not currently enrolled in a program, and no further payments have been made since May, Bank fees have been assessed, which increased the account balance. For assistance with enrolling the accounts into the Hardship Program, please contact Alesha at ###-###-#### or Michella at ###-###-####. One of these associates would be glad to assist you in completing the Hardship Program enrollment. �...⇄ ...⇄ I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Kaija M[redacted] Kaija M[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com
Dear [redacted]Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Ultamate Rewards credit card account. We are here to answer your questions and assist with your concerns.Your complaint states that someone used your email...
information for your Comenity Capital Bank credit card account and placed a hold on your Ultamate Rewards credit card account. You further state that you paid your account in full and on time each month; however, your account was still assessed late fees. You are requesting that the Bank close your account without it reflecting negatively on your credit. I understand your concerns, and apologize for any confusion or frustration this may have caused you.Bank records indicate that on October 9, 2016, a statement was issued to you showing a balance of $98.55 with a minimum payment of $30.00 due by November 4, 2016. The Bank did not receive a payment and, as a result, a late fee was assessed to your account. Your account became one billing period past due.On November 8, 2016, a statement was issued to you showing a balance of $146.28 with a minimum payment of $38.00 due by December 4, 2016. The Bank received a payment of $116.76 on November 18, 2016. In addition, the Bank issued a credit of $27.00 on November 21, 2016, for the previously assessed late fee.On January 9, 2017, a statement was issued to you showing a balance of $22.38 with a minimum payment of $22.38 due by February 4, 2017. The Bank did not receive a payment and, as a result, a late fee was assessed to your account. Your account became one billing period past due.On March 4, 2017, the Bank received a payment of $27.38. In addition, a payment of $19.38 was received on March 8, 2017. As of the date of this letter, the account balance is zero.The Bank has closed your account, per your request, and it will be reported as “closed per customer’s request” to the national credit-reporting agencies.Comenity Capital Bank has not found any errors on your accounts and we are unwilling to waive any fees, as they are valid. Furthermore, please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agencies. We have found the information we reported is an accurate reflection of the payment history for your accounts. Therefore, this information will not be changed or removed from your credit bureau report.I hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]
the 15 % discount which was originally offered as a shipping discounted, when I called to inquire about my purchase it could not be located , the only purchase they could find was my original one , I can't believe your company is so negligent and has so little regard for your consumers, case in point I had someone else do the email and they received the 15% link immediately, instead of saying a mistake was made , you continue to grandstand, so now I have had curtains for over two months sitting in my hall as I recently found out the rods were not coming, so no I never received the 15% discount and at this point I no longer wish to do any further business with your company , I wish to send back your. Unopened curtains at your expense , send back the 50 reward dollars. From my purchase and close this chapter in my life, in return I will not post. Anything negative about your business practices
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bankissues the Carson’s credit card. We are here to answer your questions and assist with your concerns.We understand from your correspondence that you placed an online order December 20, 2016, in the amount of$223.37, but the merchandise was never delivered.Please be advised Comenity Bank and Carson’s are two separate entities. Comenity Bank is responsible foraddressing questions related to the Carson’s credit card accounts, while Carson’s is responsible for handlingmatters related to sales, merchandise processing, returns, shipping, and merchandise quality.We previously received and responded to your concerns through our Dispute Department regarding this samematter. Please find enclosed, copies of our previous responses sent to you on February 16, 2017, and April 10,2017.After a thorough investigation, Bank records indicate on December 20, 2016, an online mail order for $223.37billed to your account. Please find enclosed a copy of the FedEx Tracking provided by Carson’s, confirming themerchandise was delivered on December 22, 2016, at 7:45 pm. Because Carson’s was able to provide proof thatthe item was delivered by FedEx, the charge is considered valid. We have disputed the transaction on youraccount, however Carson’s is not responsible for stolen merchandise. For further assistance with your concern,please contact FedEx directly at ###-###-#### to file a dispute. You may also want to contact your personalinsurance company to see if you can file a claim for the stolen merchandise.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,Shelley A[redacted]
I am rejecting this response because: the response I received from the business misinterpreted my complaint and therefore it cannot be resolved satisfactorily. In my complaint I stated that I have a balance at comenity bank yet to be paid off for services I did not receive. That balance is active with them since I still receive monthly statements to my email and have been paying it off on time monthly. In their response they state the account had been turned over to a debt collector which if true I was never aware of and my credit has not yet been impacted negatively. I will be contacting Jenny W[redacted] the consumer relations specialist to try to explain my complaint more clearly and see what can be done. Thank you.
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the KingSize credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, submitted to...
the Revdex.com, that you placed an order by phone. You state that after you gave customer service your order the call ended and you did not authorize this purchase to be added to your KingSize account. A week later you received two shirts with a bill of $49.98. At that time you exchanged one of the shirts and submitted a check of $24.99 for the shirt that was kept. After receiving the exchange, you mailed another check of $24.99. You received a statement with a late fee of $25.49 and a finance charge of $1.51. You are requesting a refund of these fees. Please note Comenity Bank and KingSize are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. KingSize is responsible for handling matters related to sales, merchandise processing, returns and shipping. After reviewing our records, we found the KingSize account was opened on December 19, 2013. We contacted KingSize on your behalf and the call was reviewed regarding the order placed on December 14, 2016, and we obtained confirmation that authorization was given to have the purchase placed on the account. After a thorough review of the account, our records indicate that on December 14, 2016, an order was placed for two Flnshrt’s in the amount of $59.97. On December 18, 2016, a credit of $9.99 posted to the account for shipping and handling. On January 2, 2017, a statement was issued with a balance of $49.98 and a minimum payment of $20.00 due on January 28, 2017. A payment of $24.99 was received on January 14, 2017, thank you for this payment On February 2, 2017, a statement was issued with a balance of $24.99 and a minimum payment of $20.00 due on February 28, 2017. As no payment was received by the due date a late fee of $20.00, and a finance charge of $2.00 was assessed to the account. On March 2, 2017, a statement was issued with a balance of $46.99 and a minimum payment of $25.00 due March 28, 2017. As no payment was received by the due date a late fee of $25.00 was assessed to the account. On March 10, 2017, a courtesy we issued credits totaling $21.51 for the late fee and finance charge previously assessed to the account. On April 2, 2017, a statement was issued with a balance of $46.99 and a minimum payment of $20.00 due on April 28, 2017. A payment of $25.49 was received on April, 21, 2017, thank you for this payment. As of the date of this letter, the account has a zero balance. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. As the Bank finds that previous fee credits of $21.51 were applied to your account, we are unwilling to credit another late fee, as this fee is valid. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at [redacted]. Sincerely, Renee S[redacted] Renee S[redacted] Compliance Dept. – Consumer Responses
We received your complaint, submitted to theRevdex.com, regarding the above- noted account. Comenity Bank issues [redacted]credit cards, and we are here to help answer all account-relatedquestions. Your complaint was forwardedto my attention for review, and I...
appreciate the opportunity to assist you. We understand from your complaint that youhave concerns with the payment that was made via our online website onSeptember 6, 2015.After a review of your account our recordsindicate that a payment was set up via our online website in the amount of$40.00 on September 6, 2015. At thistime the payment was processed and showed posted to your account as of thisdate. When a payment is processedonline, it is sent to your banking institution for funds to betransferred. On September 9, 2015, wereceived this payment back from your banking institution as “insufficientfunds”. At that time the $40.00 wasadded back to your balance and a returned payment fee of $25.00 was added tothe account. Please be aware that although payment issubmitted via our online website and it is posted to your account as of thesame day, this does not mean that funds will be taken from you banking account immediately. The banking institution must have time toreceive our request and release funds if available.Please be aware that we have removed the minimumpayment from your account that was showing due October 6, 2015, so that youcould make the normal minimum payment as you requested. We have also issued credit for the $25.00returned payment fee that was assessed to your [redacted] creditcard. This credit will appear on your next billing statement.We respectfully decline your request that theBank deduct $40.00 from your [redacted]’s[redacted] account balance. Our recordsindicate the $40.00 payment was not received and was returned from yourbank. We encourage you to contact yourbanking institution to request any fees that were charged to your checkingaccount by them be removed if possible.Youare a valued customer and if you have further questions or concerns regardingthe account, please do not hesitate to contact me at ###-###-####, or ###-###-####,ext. [redacted] (TDD/TTY ###-###-####). Iwill be happy to assist you.
Dear [redacted] We received your complaint regarding the above-referenced credit card account. Comenity Bank issues multiple credit card accounts, and we are here to help answer your account-related questions. Your complaint, addressed to the Revdex.com, was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. In your complaint, you state that you have received several harassing phone calls after you had already made a payment on your account. You further state that the representative was very rude and threatening. Please except our deepest apology as Comenity Bank does not condone that a customer be treated with disrespect at any time. We strive to provide each of our customers with an excellent customer service experience and we apologize that you received less than that when you contacted us. We attempted to locate the account in question; however, we are unable to locate the account with the information you have provided. To better assist you, we need additional information to locate the account(s) in question. Please provide the following: ? Complete Comenity Bank Account Number ? Any Previous Names of Accountholder ? Any Previous Addresses ? Home Telephone Number ? Social security number This information can be mailed to the address listed above, or faxed to my attention at [redacted]
I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted]). I would be happy to assist you. Sincerely, Jenny W[redacted] Consumer Relations Specialist
Thank you for your additional complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues Victoria’s Secret/PINK credit card accounts, and we respond to all account-related inquiries. I appreciate the opportunity to assist you.We understand your concerns regarding the late fees previously assessed to the account, and that you are requesting all late fees be waived.Please be assured that all late fees were credited to your account on January 16, 2016. As of today’s date, the account has a zero balance.I apologize for any confusion this matter may have caused you, and I hope you find this information to be helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answeryour questions and assist with your concerns.We previously received and responded to your correspondence, submitted to the...
ConsumerFinancial Protection Bureau, regarding this same matter. Please find enclosed copies of ourresponses dated June 23, 2017, and July 12, 2017.This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.As previously stated in the correspondence sent to you dated June 23, 2017, the account is nolonger owned by the Bank, and you will not receive collection efforts from us. For any furtherquestions or concerns, you would need to contact Jefferson Capital directly at ###-###-####.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Diamond LongCompliance Dept. – Consumer Responses
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Herberger’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence...
submitted to the Bank regardingthis same matter. Please find enclosed a copy of our response sent to you on March 31, 2017.Furthermore, please be advised that the Bank issued a total credit of $52.11 on May 9, 2017.Your current balance is $891.56 and you have a minimum payment of $66.00 due by June 1,2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]
Dear E[redacted] We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues Express credit cardaccounts, and we are here to help with your account-related questions. I appreciate this opportunity to...
assistyou. We understand from your complaint that theExpress account is reporting 30 days late on your credit file. Additionally, the late payments are due toonline login issues. You are requestingthe Bank remove the late payments from your credit report. I am happy to share my findings with you. Bank records indicate a billing statement forthe Express account was issued via email on September 17, 2014, which reflecteda balance of $87.87 with a minimum payment of $25.00 due by October 13, 2014. A statement was issued via email on October18, 2014, which reflected a balance of $114.86 with a minimum payment of $30.00,due by November 13, 2014. Due tonon-receipt of payment, the account was reported as two billing statements pastdue to the credit-reporting agencies. Although, the Bank finds no error, in theinterest of customer service, instructions were sent to the nationalcredit-reporting agencies to delete the derogatory reporting for December 2014,for the above mentioned account. Pleaseallow the credit reporting agencies 45 days to update their records. We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy to assist you. Sincerely, Kaija M[redacted]
(Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issues the Haband credit card. We are here to answeryour questions and assist with your concerns.We understand from your correspondence, submitted to the Revdex.com, a paymentof $219.29 was to be returned to your debit card. As of today, the funds have not been returnedto your debit card. You obtained a letter from your bank confirming the money has not beenreturned to your account and you forwarded this letter to the Bank. You are requesting the moneybe refunded back to your debit card.After a thorough review of the account, our records indicate that on May 14, 2015, a refund of$219.29 was submitted to be credited to your [redacted] debit card. Additionally, the Bank hasconfirmation from [redacted] that the refund was completed on May 21, 2015.Please contact [redacted] at the telephone number located on the back of your credit card toreview where this refund was applied.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced accounts. Comenity Bank issues EXPRESS, J.Crew, NEW YORK & COMPANY and VICTORIA’S SECRET credit card accounts, and we are here to help with your...
account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you opened an EXPRESS, NEW YORK & COMPANY and VICTORIA’S SECRET account with Comenity Bank. You state that after making purchases, you were sent a letter regarding suspicious activity and all three accounts, as well as the J.Crew account, were closed. You state that you offered the information that was requested, but were unable to send in the documentation due to a family emergency. You state you were advised that nothing could be done. At this time you request that the accounts are reinstated, or that the accounts are removed from your credit report. I am happy to share my findings. Bank records indicate that the above-referenced accounts were opened in March 2016. On June 14, 2016, letters were sent advising that there was potential security concerns and or/irregular credit card transactions and the accounts were suspended for purchases, until an investigation was completed. At this time you were advised to send in identification documents. Due to not receiving the requested information within 45 days, the accounts were permanently closed. Please be advised the accounts cannot be reopened. Due to no Bank errors, we are unwilling to remove the accounts from your credit bureau report. We hope this information is helpful. Should you have any further questions or concerns, please contact our Account Protection (Fraud) department at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you. Sincerely, Kaija M[redacted]
February 23, 2017[redacted]
[redacted]
[redacted]RE: The [redacted] Credit Card Account Ending In [redacted] Revdex.com Complaint ID #[redacted] Dear [redacted]:Comenity Bank has received your correspondence...
regarding the above-referenced account. Comenity Bank issues the The [redacted] credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint, address to the Revdex.com, that you called Comenity Bank regarding a payment and late fee. You state that while speaking to the representative you were advised that your payment was received after the due date and the account was assessed a late fee. At that time the representative advised the late fee would be credited to your account as a courtesy. Additionally, you state that the representative never mentioned that you had a payment due, and stated that you were fine. You noticed that you have been assessed a second late fee. You are requesting credit be issued for the second late fee.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met.After a thorough review of the account, our records indicate that a statement was issued to you December 18, 2016, with a balance of $46.84 and a minimum payment of $27.00 due on January 13, 2017. As no payment was received by the due date a late fee of $27.00 was assessed to the account per the Credit Card Agreement. On January 18, 2017, a statement was issued to you with a balance of $76.42 with a minimum payment of $27.00 on February 13, 2017. As no payment was received by the due date another late fee of $27.00 was assessed to the account.On February 15, 2017, a statement was issued to you with a balance of $77.93 with a minimum payment of $32.00 due on March 13, 2017. Enclosed are the statements mentioned above for you review.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Please be advised that on February 13, 2017, credit was issued for a late fee of $27.00, the Bank is unwilling to credit another late fee at this time. The Bank finds this fee to be valid. On February 21, 2017, a payment of $77.93 was applied to the account. As of the date of this letter, the account balance is zero.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
[redacted] [redacted] [redacted]
I do not agree with this at all. This $480.00 charge is a surprise. I was told I would be refunded 100% if not completely satisfied by Mr. Justin Stewart at Miracle Ear in Shreveport/Bossier City, La.I don't feel that I owe $480.00 considering the emotional distress and expenses of the trip to try to get them adjusted. Never worked. I am 100% dissatisfied with the product. That is why I returned them within the time alloted.Thank you for your time and consideration.[redacted]
Dear Ms. [redacted]Comenity Bank has received your recent complaint regarding the account noted above.Comenity Bank previously issued Fashion Bug credit cards and we are here to help with youraccount-related questions and concerns. Your complaint, addressed to the Better BusinessBureau, was forwarded...
to my attention and I appreciate the opportunity to assist you.I understand from your complaint, that you began experiencing financial difficulties in 2009 dueto loss of employment, and were unable to make monthly payments on the Fashion Bug creditcard account. Instead of filing Bankruptcy, you selected to secure a settlement payment of$500.00, and Comenity Bank accepted your settlement proposal in March 2010.You state that after the account was settled in 2010, Comenity Bank continued to report theclosure of the Fashion Bug credit card account three (3) times to Equifax. Also, per yourcomplaint, the Bank has reported 43 delinquencies starting from 2012. You contacted Equifaxdirectly in May of 2015, and they agreed to remove the delinquencies from your credit bureaureport; however, on June 26, 201 5 Comenity Bank, again, reported your account as delinquentwhich has had a negative impact on your credit.You are requesting Comenity Bank update and report accurately, the following information tothe credit reporting agencies:Account open dateAccount settlement dateAccount closed dateFinal payment received and amountActual payments missed, and dates reflecting July, 2009 through December, 2009Please note, the account was written- off on December 23, 2009. The last payment of $451.20was posted to the above mentioned account of March 4, 2010, and the account was "ClosedSettlement" on April 15, 2010.I understand your concerns regarding the reporting of the Fashion Bug account on your creditbureau file, and I apologize for any frustration or inconvenience you have experienced as aresult of this matter.Please be assured that Comenity Bank has issued notification to the national credit-reportingagencies with instructions to update the payment history for the Fashion Bug credit cardaccount. Please allow the credit-reporting agencies 45 days to update their records.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact our Recovery Team at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
I [redacted] is responding to ID [redacted] against Comenity Bank, I talk to them on the phone regarding the late fee that thy had been charging me with. So thy decided to stop the late fee and gave me a new due date. I apprecaite the help that you has given me. Thank you very much.[redacted]
Dear Ms. [redacted]We have received your complaint regarding your maurices credit card account. Please beassured, we are here to help with your concerns. Your complaint, addressed to the BetterBusiness Bureau, was forwarded to my attention and we appreciate the opportunity to assistyou.We understand...
from your complaint that starting in July 2015, you scheduled online paymentswhich were returned by [redacted] referencing the account numberprovided is invalid. As a result of this matter, your maurices credit card account has incurredfees totaling $91.00. You contacted Comenity Bank to have this matter rectified, by providingand verifying your checking account information; however, this matter continued and youraccount was assessed additional Bank fees. In addition, you state your maurices account wasrefunded for two of the three Bank fees assessed. On November 17, 2015, you filed a customercomplaint in regard to this matter, and you are currently waiting to receive a follow-up call withfeedback on this matter.You are requesting Comenity Bank refund all Bank fees pertaining to this matter, and not toreport delinquencies to the credit-reporting agencies.We apologize for any frustration this matter may have caused you. Please be assured, the Bankhas conducted a thorough investigation into your maurices credit card account, which includedreviewing your maurices payment history as well as reviewing applicable phone conversationspertaining to this matter, and we would like to share our findings.In July 201 5, a new bank routing number ending in [redacted] and checking account number endingin [redacted], was used to make payment to your maurices credit card account. Bank recordsindicate an online payment of $25.00 posted to your maurices account on July 8, 2015, andwas returned on July 13, 2015. An additional online payment of $31.OO posted on August 112015, and was returned on August 14, 2015. Lastly, a payment of $60.00 posted on November07, 2015, and was returned on November 12, 2015. Please note, all the above referencedpayments utilized the new checking account information and were returned as invalid bankaccount numberlunable to locate. Additionally, Bank records indicate that the first two returnedpayments were scheduled online through our online Account Center. The $60.00 payment wasscheduled over the phone with a Bank representative. Please be assured that we havereviewed this call and we find that our representative asked if you wanted to use the informationon file from your previous payments and she provided the last four digits of the account numberand the financial institution name. You confirmed this information was correct and asked her toschedule a $60.00 payment.In the interest of customer service, I contacted [redacted] at ###-###-####, and spoke with a bank representative who advised that you will need to contact thebank directly to verify your routing and checking account numbers. Per the [redacted] representative, checking account numbers consist of ten digits not eightdigits as listed on the returned payments.Please be advised that the fees assessed to the account as a result of this matter are valid.However, in the interest of customer service, the Bank credited a $31.00 returned payment feeon August 18, 2015, and removed the 30-day delinquency that was reported for August 2015.Due to the continued returned payment matter, the account was again reported as 30-days pastdue in November 2015. Please be assured, as an additional courtesy to you, we have removedthe delinquency and credited the $31.00 late fee that was assessed on November 11, 2015.This credit will appear on your next billing statement. Please allow 45 days for the creditreportingagencies to update your credit report.I hope you find this information to be helpful. Should you have any further questions orconcerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Geanine M[redacted]
Comenity Bank (Bank) has received your correspondence regarding the...
above-referenced account. Comenity Bank issues the Catherines and Avenue credit cards. We are here to answer your questions and assist with your concerns. You state in your complaint that you have tried at least six times to resolve the matter. You state that the representatives are rude and you have been hung up on. You also state that there are a lot of threats and calls to your job. You have received several letters offering help; however, no one wants to help you. You further state that your balance is increasing, and you would like to resolve this matter. We have reviewed the concerns in your correspondence, as well as the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met. Please be assured, there is no indication that you were hung up on. I have reviewed the concerns noted in your correspondence and would like to provide you with the following information. Bank records indicate that you spoke with the Bank on May 20, 2017, and were advised of the 12-Month Customer Hardship Program, which provides customers with special terms in order to bring and keep the account current. You enrolled the above-referenced accounts into our Hardship Program, and made $20.00 payments for both accounts. On May 23, 2017, the representative who assisted you on May 20, 2017, contacted you and left a voicemail regarding an error with the enrollment process and requested that you contact the Bank to correct this matter. However, when you contacted the Bank on May 23, 2017, another representative incorrectly confirmed the accounts were enrolled in the program, but they were not. We apologize for the misinformation that was provided. When an account is delinquent, we will make proactive attempts to contact the customer, communicate the situation and work out payment arrangements to minimize any negative credit reporting. Many times a payment is overlooked, and reminder calls or payment discussions are helpful to bring the account back to a current status. Bank records indicate that the phone number listed as valid on the account is a cell number, not a work number. If you are receiving calls to an unauthorized phone number, please contact the Bank to request the phone number be removed. Please keep in mind, when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. Since the account is not currently enrolled in a program, and no further payments have been made since May, Bank fees have been assessed, which increased the account balance. For assistance with enrolling the accounts into the Hardship Program, please contact Alesha at ###-###-#### or Michella at ###-###-####. One of these associates would be glad to assist you in completing the Hardship Program enrollment. �...⇄ ...⇄ I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. ...⇄ Sincerely, Kaija M[redacted] Kaija M[redacted] Compliance Dept. – Consumer Responses cc: Revdex.com
Dear [redacted]Comenity Capital Bank has received your correspondence regarding the above-referenced account. Comenity Capital Bank issues the Ultamate Rewards credit card account. We are here to answer your questions and assist with your concerns.Your complaint states that someone used your email...
information for your Comenity Capital Bank credit card account and placed a hold on your Ultamate Rewards credit card account. You further state that you paid your account in full and on time each month; however, your account was still assessed late fees. You are requesting that the Bank close your account without it reflecting negatively on your credit. I understand your concerns, and apologize for any confusion or frustration this may have caused you.Bank records indicate that on October 9, 2016, a statement was issued to you showing a balance of $98.55 with a minimum payment of $30.00 due by November 4, 2016. The Bank did not receive a payment and, as a result, a late fee was assessed to your account. Your account became one billing period past due.On November 8, 2016, a statement was issued to you showing a balance of $146.28 with a minimum payment of $38.00 due by December 4, 2016. The Bank received a payment of $116.76 on November 18, 2016. In addition, the Bank issued a credit of $27.00 on November 21, 2016, for the previously assessed late fee.On January 9, 2017, a statement was issued to you showing a balance of $22.38 with a minimum payment of $22.38 due by February 4, 2017. The Bank did not receive a payment and, as a result, a late fee was assessed to your account. Your account became one billing period past due.On March 4, 2017, the Bank received a payment of $27.38. In addition, a payment of $19.38 was received on March 8, 2017. As of the date of this letter, the account balance is zero.The Bank has closed your account, per your request, and it will be reported as “closed per customer’s request” to the national credit-reporting agencies.Comenity Capital Bank has not found any errors on your accounts and we are unwilling to waive any fees, as they are valid. Furthermore, please be advised that we are only willing to remove or change information that our company incorrectly furnished to the credit-reporting agencies. We have found the information we reported is an accurate reflection of the payment history for your accounts. Therefore, this information will not be changed or removed from your credit bureau report.I hope you found this information to be helpful. If you have any further questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]
the 15 % discount which was originally offered as a shipping discounted, when I called to inquire about my purchase it could not be located , the only purchase they could find was my original one , I can't believe your company is so negligent and has so little regard for your consumers, case in point I had someone else do the email and they received the 15% link immediately, instead of saying a mistake was made , you continue to grandstand, so now I have had curtains for over two months sitting in my hall as I recently found out the rods were not coming, so no I never received the 15% discount and at this point I no longer wish to do any further business with your company , I wish to send back your. Unopened curtains at your expense , send back the 50 reward dollars. From my purchase and close this chapter in my life, in return I will not post. Anything negative about your business practices
Dear [redacted]Comenity Bank has received your correspondence regarding the above-referenced account. Comenity Bankissues the Carson’s credit card. We are here to answer your questions and assist with your concerns.We understand from your correspondence that you placed an online order December 20, 2016, in the amount of$223.37, but the merchandise was never delivered.Please be advised Comenity Bank and Carson’s are two separate entities. Comenity Bank is responsible foraddressing questions related to the Carson’s credit card accounts, while Carson’s is responsible for handlingmatters related to sales, merchandise processing, returns, shipping, and merchandise quality.We previously received and responded to your concerns through our Dispute Department regarding this samematter. Please find enclosed, copies of our previous responses sent to you on February 16, 2017, and April 10,2017.After a thorough investigation, Bank records indicate on December 20, 2016, an online mail order for $223.37billed to your account. Please find enclosed a copy of the FedEx Tracking provided by Carson’s, confirming themerchandise was delivered on December 22, 2016, at 7:45 pm. Because Carson’s was able to provide proof thatthe item was delivered by FedEx, the charge is considered valid. We have disputed the transaction on youraccount, however Carson’s is not responsible for stolen merchandise. For further assistance with your concern,please contact FedEx directly at ###-###-#### to file a dispute. You may also want to contact your personalinsurance company to see if you can file a claim for the stolen merchandise.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free tocontact me at ###-###-####.Sincerely,Shelley A[redacted]
I am rejecting this response because: the response I received from the business misinterpreted my complaint and therefore it cannot be resolved satisfactorily. In my complaint I stated that I have a balance at comenity bank yet to be paid off for services I did not receive. That balance is active with them since I still receive monthly statements to my email and have been paying it off on time monthly. In their response they state the account had been turned over to a debt collector which if true I was never aware of and my credit has not yet been impacted negatively. I will be contacting Jenny W[redacted] the consumer relations specialist to try to explain my complaint more clearly and see what can be done. Thank you.
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted]: Comenity Bank (Bank) has received your correspondence regarding the above-referenced account. Comenity Bank issues the KingSize credit card. We are here to answer your questions and assist with your concerns. We understand from your correspondence, submitted to...
the Revdex.com, that you placed an order by phone. You state that after you gave customer service your order the call ended and you did not authorize this purchase to be added to your KingSize account. A week later you received two shirts with a bill of $49.98. At that time you exchanged one of the shirts and submitted a check of $24.99 for the shirt that was kept. After receiving the exchange, you mailed another check of $24.99. You received a statement with a late fee of $25.49 and a finance charge of $1.51. You are requesting a refund of these fees. Please note Comenity Bank and KingSize are two separate entities. The Bank issues and is responsible for addressing questions related to your credit card account. KingSize is responsible for handling matters related to sales, merchandise processing, returns and shipping. After reviewing our records, we found the KingSize account was opened on December 19, 2013. We contacted KingSize on your behalf and the call was reviewed regarding the order placed on December 14, 2016, and we obtained confirmation that authorization was given to have the purchase placed on the account. After a thorough review of the account, our records indicate that on December 14, 2016, an order was placed for two Flnshrt’s in the amount of $59.97. On December 18, 2016, a credit of $9.99 posted to the account for shipping and handling. On January 2, 2017, a statement was issued with a balance of $49.98 and a minimum payment of $20.00 due on January 28, 2017. A payment of $24.99 was received on January 14, 2017, thank you for this payment On February 2, 2017, a statement was issued with a balance of $24.99 and a minimum payment of $20.00 due on February 28, 2017. As no payment was received by the due date a late fee of $20.00, and a finance charge of $2.00 was assessed to the account. On March 2, 2017, a statement was issued with a balance of $46.99 and a minimum payment of $25.00 due March 28, 2017. As no payment was received by the due date a late fee of $25.00 was assessed to the account. On March 10, 2017, a courtesy we issued credits totaling $21.51 for the late fee and finance charge previously assessed to the account. On April 2, 2017, a statement was issued with a balance of $46.99 and a minimum payment of $20.00 due on April 28, 2017. A payment of $25.49 was received on April, 21, 2017, thank you for this payment. As of the date of this letter, the account has a zero balance. Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement. As the Bank finds that previous fee credits of $21.51 were applied to your account, we are unwilling to credit another late fee, as this fee is valid. I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at [redacted]. Sincerely, Renee S[redacted] Renee S[redacted] Compliance Dept. – Consumer Responses
We received your complaint, submitted to theRevdex.com, regarding the above- noted account. Comenity Bank issues [redacted]credit cards, and we are here to help answer all account-relatedquestions. Your complaint was forwardedto my attention for review, and I...
appreciate the opportunity to assist you. We understand from your complaint that youhave concerns with the payment that was made via our online website onSeptember 6, 2015.After a review of your account our recordsindicate that a payment was set up via our online website in the amount of$40.00 on September 6, 2015. At thistime the payment was processed and showed posted to your account as of thisdate. When a payment is processedonline, it is sent to your banking institution for funds to betransferred. On September 9, 2015, wereceived this payment back from your banking institution as “insufficientfunds”. At that time the $40.00 wasadded back to your balance and a returned payment fee of $25.00 was added tothe account. Please be aware that although payment issubmitted via our online website and it is posted to your account as of thesame day, this does not mean that funds will be taken from you banking account immediately. The banking institution must have time toreceive our request and release funds if available.Please be aware that we have removed the minimumpayment from your account that was showing due October 6, 2015, so that youcould make the normal minimum payment as you requested. We have also issued credit for the $25.00returned payment fee that was assessed to your [redacted] creditcard. This credit will appear on your next billing statement.We respectfully decline your request that theBank deduct $40.00 from your [redacted]’s[redacted] account balance. Our recordsindicate the $40.00 payment was not received and was returned from yourbank. We encourage you to contact yourbanking institution to request any fees that were charged to your checkingaccount by them be removed if possible.Youare a valued customer and if you have further questions or concerns regardingthe account, please do not hesitate to contact me at ###-###-####, or ###-###-####,ext. [redacted] (TDD/TTY ###-###-####). Iwill be happy to assist you.
Dear [redacted] We received your complaint regarding the above-referenced credit card account. Comenity Bank issues multiple credit card accounts, and we are here to help answer your account-related questions. Your complaint, addressed to the Revdex.com, was...
forwarded to my attention, and I appreciate the opportunity to respond to your concerns. In your complaint, you state that you have received several harassing phone calls after you had already made a payment on your account. You further state that the representative was very rude and threatening. Please except our deepest apology as Comenity Bank does not condone that a customer be treated with disrespect at any time. We strive to provide each of our customers with an excellent customer service experience and we apologize that you received less than that when you contacted us. We attempted to locate the account in question; however, we are unable to locate the account with the information you have provided. To better assist you, we need additional information to locate the account(s) in question. Please provide the following: ? Complete Comenity Bank Account Number ? Any Previous Names of Accountholder ? Any Previous Addresses ? Home Telephone Number ? Social security number This information can be mailed to the address listed above, or faxed to my attention at [redacted]
I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. [redacted]). I would be happy to assist you. Sincerely, Jenny W[redacted] Consumer Relations Specialist
Thank you for your additional complaint, submitted to the Revdex.com, regarding the above-noted account. Comenity Bank issues Victoria’s Secret/PINK credit card accounts, and we respond to all account-related inquiries. I appreciate the opportunity to assist you.We understand your concerns regarding the late fees previously assessed to the account, and that you are requesting all late fees be waived.Please be assured that all late fees were credited to your account on January 16, 2016. As of today’s date, the account has a zero balance.I apologize for any confusion this matter may have caused you, and I hope you find this information to be helpful. If you have any further questions, please contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,
Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Victoria’s Secret Angel credit card. We are here to answeryour questions and assist with your concerns.We previously received and responded to your correspondence, submitted to the...
ConsumerFinancial Protection Bureau, regarding this same matter. Please find enclosed copies of ourresponses dated June 23, 2017, and July 12, 2017.This letter is for informational purposes to respond to your correspondence and is not an attemptto collect on this balance.As previously stated in the correspondence sent to you dated June 23, 2017, the account is nolonger owned by the Bank, and you will not receive collection efforts from us. For any furtherquestions or concerns, you would need to contact Jefferson Capital directly at ###-###-####.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Diamond LongCompliance Dept. – Consumer Responses
Dear [redacted]Comenity Bank (Bank) has received your correspondence regarding the above-referencedaccount. Comenity Bank issues the Herberger’s credit card accounts. We are here to answer yourquestions and assist with your concerns.We previously received and responded to your correspondence...
submitted to the Bank regardingthis same matter. Please find enclosed a copy of our response sent to you on March 31, 2017.Furthermore, please be advised that the Bank issued a total credit of $52.11 on May 9, 2017.Your current balance is $891.56 and you have a minimum payment of $66.00 due by June 1,2017.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Jenny W[redacted]
Dear E[redacted] We received your complaint, submitted to theRevdex.com, regarding the above-referenced account. Comenity Bank issues Express credit cardaccounts, and we are here to help with your account-related questions. I appreciate this opportunity to...
assistyou. We understand from your complaint that theExpress account is reporting 30 days late on your credit file. Additionally, the late payments are due toonline login issues. You are requestingthe Bank remove the late payments from your credit report. I am happy to share my findings with you. Bank records indicate a billing statement forthe Express account was issued via email on September 17, 2014, which reflecteda balance of $87.87 with a minimum payment of $25.00 due by October 13, 2014. A statement was issued via email on October18, 2014, which reflected a balance of $114.86 with a minimum payment of $30.00,due by November 13, 2014. Due tonon-receipt of payment, the account was reported as two billing statements pastdue to the credit-reporting agencies. Although, the Bank finds no error, in theinterest of customer service, instructions were sent to the nationalcredit-reporting agencies to delete the derogatory reporting for December 2014,for the above mentioned account. Pleaseallow the credit reporting agencies 45 days to update their records. We hope this information is helpful. Should you have any further questions orconcerns, please contact me at ###-###-####, ext. [redacted] (TDD/TTY###-###-####). I would be happy to assist you. Sincerely, Kaija M[redacted]
Comenity Capital Bank...
(Bank) has received your correspondence regarding the abovereferencedaccount. Comenity Capital Bank issues the Haband credit card. We are here to answeryour questions and assist with your concerns.We understand from your correspondence, submitted to the Revdex.com, a paymentof $219.29 was to be returned to your debit card. As of today, the funds have not been returnedto your debit card. You obtained a letter from your bank confirming the money has not beenreturned to your account and you forwarded this letter to the Bank. You are requesting the moneybe refunded back to your debit card.After a thorough review of the account, our records indicate that on May 14, 2015, a refund of$219.29 was submitted to be credited to your [redacted] debit card. Additionally, the Bank hasconfirmation from [redacted] that the refund was completed on May 21, 2015.Please contact [redacted] at the telephone number located on the back of your credit card toreview where this refund was applied.I hope you have found this information to be helpful. If you have any questions or concerns, pleasefeel free to contact me at ###-###-####.Sincerely,Renee S[redacted]Compliance Dept. – Consumer Responsescc: Revdex.com
Dear [redacted] We received your complaint, submitted to the Revdex.com, regarding the above-referenced accounts. Comenity Bank issues EXPRESS, J.Crew, NEW YORK & COMPANY and VICTORIA’S SECRET credit card accounts, and we are here to help with your...
account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. We understand from your complaint that you opened an EXPRESS, NEW YORK & COMPANY and VICTORIA’S SECRET account with Comenity Bank. You state that after making purchases, you were sent a letter regarding suspicious activity and all three accounts, as well as the J.Crew account, were closed. You state that you offered the information that was requested, but were unable to send in the documentation due to a family emergency. You state you were advised that nothing could be done. At this time you request that the accounts are reinstated, or that the accounts are removed from your credit report. I am happy to share my findings. Bank records indicate that the above-referenced accounts were opened in March 2016. On June 14, 2016, letters were sent advising that there was potential security concerns and or/irregular credit card transactions and the accounts were suspended for purchases, until an investigation was completed. At this time you were advised to send in identification documents. Due to not receiving the requested information within 45 days, the accounts were permanently closed. Please be advised the accounts cannot be reopened. Due to no Bank errors, we are unwilling to remove the accounts from your credit bureau report. We hope this information is helpful. Should you have any further questions or concerns, please contact our Account Protection (Fraud) department at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you. Sincerely, Kaija M[redacted]
February 23, 2017[redacted]
[redacted]
[redacted]RE: The [redacted] Credit Card Account Ending In [redacted] Revdex.com Complaint ID #[redacted] Dear [redacted]:Comenity Bank has received your correspondence...
regarding the above-referenced account. Comenity Bank issues the The [redacted] credit card. We are here to answer your questions and assist with your concerns. We understand from your complaint, address to the Revdex.com, that you called Comenity Bank regarding a payment and late fee. You state that while speaking to the representative you were advised that your payment was received after the due date and the account was assessed a late fee. At that time the representative advised the late fee would be credited to your account as a courtesy. Additionally, you state that the representative never mentioned that you had a payment due, and stated that you were fine. You noticed that you have been assessed a second late fee. You are requesting credit be issued for the second late fee.We have reviewed the concerns in your correspondence as well as the applicable telephone conversations. We apologize if you felt you did not receive the best customer service. We never intend to treat our customers in a less-than-satisfactory manner. We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met.After a thorough review of the account, our records indicate that a statement was issued to you December 18, 2016, with a balance of $46.84 and a minimum payment of $27.00 due on January 13, 2017. As no payment was received by the due date a late fee of $27.00 was assessed to the account per the Credit Card Agreement. On January 18, 2017, a statement was issued to you with a balance of $76.42 with a minimum payment of $27.00 on February 13, 2017. As no payment was received by the due date another late fee of $27.00 was assessed to the account.On February 15, 2017, a statement was issued to you with a balance of $77.93 with a minimum payment of $32.00 due on March 13, 2017. Enclosed are the statements mentioned above for you review.Please keep in mind that when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee, as explained in the Credit Card Agreement.Please be advised that on February 13, 2017, credit was issued for a late fee of $27.00, the Bank is unwilling to credit another late fee at this time. The Bank finds this fee to be valid. On February 21, 2017, a payment of $77.93 was applied to the account. As of the date of this letter, the account balance is zero.I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####. Sincerely, [redacted]
[redacted] [redacted] [redacted]
I do not agree with this at all. This $480.00 charge is a surprise. I was told I would be refunded 100% if not completely satisfied by Mr. Justin Stewart at Miracle Ear in Shreveport/Bossier City, La.I don't feel that I owe $480.00 considering the emotional distress and expenses of the trip to try to get them adjusted. Never worked. I am 100% dissatisfied with the product. That is why I returned them within the time alloted.Thank you for your time and consideration.[redacted]
Dear Ms. [redacted]Comenity Bank has received your recent complaint regarding the account noted above.Comenity Bank previously issued Fashion Bug credit cards and we are here to help with youraccount-related questions and concerns. Your complaint, addressed to the Better BusinessBureau, was forwarded...
to my attention and I appreciate the opportunity to assist you.I understand from your complaint, that you began experiencing financial difficulties in 2009 dueto loss of employment, and were unable to make monthly payments on the Fashion Bug creditcard account. Instead of filing Bankruptcy, you selected to secure a settlement payment of$500.00, and Comenity Bank accepted your settlement proposal in March 2010.You state that after the account was settled in 2010, Comenity Bank continued to report theclosure of the Fashion Bug credit card account three (3) times to Equifax. Also, per yourcomplaint, the Bank has reported 43 delinquencies starting from 2012. You contacted Equifaxdirectly in May of 2015, and they agreed to remove the delinquencies from your credit bureaureport; however, on June 26, 201 5 Comenity Bank, again, reported your account as delinquentwhich has had a negative impact on your credit.You are requesting Comenity Bank update and report accurately, the following information tothe credit reporting agencies:Account open dateAccount settlement dateAccount closed dateFinal payment received and amountActual payments missed, and dates reflecting July, 2009 through December, 2009Please note, the account was written- off on December 23, 2009. The last payment of $451.20was posted to the above mentioned account of March 4, 2010, and the account was "ClosedSettlement" on April 15, 2010.I understand your concerns regarding the reporting of the Fashion Bug account on your creditbureau file, and I apologize for any frustration or inconvenience you have experienced as aresult of this matter.Please be assured that Comenity Bank has issued notification to the national credit-reportingagencies with instructions to update the payment history for the Fashion Bug credit cardaccount. Please allow the credit-reporting agencies 45 days to update their records.I hope you find this information to be helpful. Should you have additional questions or concernsabout this issue, please contact our Recovery Team at ###-###-#### (TDD/TTY ###-###-####). They would be happy to assist you.Sincerely,[redacted]Consumer Relations Specialist
I [redacted] is responding to ID [redacted] against Comenity Bank, I talk to them on the phone regarding the late fee that thy had been charging me with. So thy decided to stop the late fee and gave me a new due date. I apprecaite the help that you has given me. Thank you very much.[redacted]
Dear Ms. [redacted]We have received your complaint regarding your maurices credit card account. Please beassured, we are here to help with your concerns. Your complaint, addressed to the BetterBusiness Bureau, was forwarded to my attention and we appreciate the opportunity to assistyou.We understand...
from your complaint that starting in July 2015, you scheduled online paymentswhich were returned by [redacted] referencing the account numberprovided is invalid. As a result of this matter, your maurices credit card account has incurredfees totaling $91.00. You contacted Comenity Bank to have this matter rectified, by providingand verifying your checking account information; however, this matter continued and youraccount was assessed additional Bank fees. In addition, you state your maurices account wasrefunded for two of the three Bank fees assessed. On November 17, 2015, you filed a customercomplaint in regard to this matter, and you are currently waiting to receive a follow-up call withfeedback on this matter.You are requesting Comenity Bank refund all Bank fees pertaining to this matter, and not toreport delinquencies to the credit-reporting agencies.We apologize for any frustration this matter may have caused you. Please be assured, the Bankhas conducted a thorough investigation into your maurices credit card account, which includedreviewing your maurices payment history as well as reviewing applicable phone conversationspertaining to this matter, and we would like to share our findings.In July 201 5, a new bank routing number ending in [redacted] and checking account number endingin [redacted], was used to make payment to your maurices credit card account. Bank recordsindicate an online payment of $25.00 posted to your maurices account on July 8, 2015, andwas returned on July 13, 2015. An additional online payment of $31.OO posted on August 112015, and was returned on August 14, 2015. Lastly, a payment of $60.00 posted on November07, 2015, and was returned on November 12, 2015. Please note, all the above referencedpayments utilized the new checking account information and were returned as invalid bankaccount numberlunable to locate. Additionally, Bank records indicate that the first two returnedpayments were scheduled online through our online Account Center. The $60.00 payment wasscheduled over the phone with a Bank representative. Please be assured that we havereviewed this call and we find that our representative asked if you wanted to use the informationon file from your previous payments and she provided the last four digits of the account numberand the financial institution name. You confirmed this information was correct and asked her toschedule a $60.00 payment.In the interest of customer service, I contacted [redacted] at ###-###-####, and spoke with a bank representative who advised that you will need to contact thebank directly to verify your routing and checking account numbers. Per the [redacted] representative, checking account numbers consist of ten digits not eightdigits as listed on the returned payments.Please be advised that the fees assessed to the account as a result of this matter are valid.However, in the interest of customer service, the Bank credited a $31.00 returned payment feeon August 18, 2015, and removed the 30-day delinquency that was reported for August 2015.Due to the continued returned payment matter, the account was again reported as 30-days pastdue in November 2015. Please be assured, as an additional courtesy to you, we have removedthe delinquency and credited the $31.00 late fee that was assessed on November 11, 2015.This credit will appear on your next billing statement. Please allow 45 days for the creditreportingagencies to update your credit report.I hope you find this information to be helpful. Should you have any further questions orconcerns, please do not hesitate to contact me at ###-###-####, ext. [redacted] (TDD/TTY ###-###-####). I will be happy to assist you.Sincerely,Geanine M[redacted]